Let's Work This Out Together by John Bertie https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m Cross Functional Collaboration en-us 2021-11-27 21:25:08 UTC 2021-12-01 18:29:40 UTC hello@padlet.com Escalation Process with Training and Enforcement https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1922892319 Ensure there is an escalation process and attempt. Hopefully with enough training and enforcement, there would be little to no exceptions.]]> 2021-12-01 14:25:16 UTC https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1922892319 https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1922910124 -         Educate clients about response times. If an issue does not directly equate to a monetary value, then 3-4 days response should be expected. If issue is about money (i.e., tuition fees etc.) then 1-2 days depending on the situation. 
-         Gradually educate the college community that “if it is not in SNOW, it will be SLOW”. This will encourage clients to submit their ticket requests in SNOW rather than contact Tier 3 support directly.

]]> 2021-12-01 14:31:10 UTC https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1922910124 https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1922911542 -          Since Big Brother is a system/network monitoring tool, can it be confirmed if it is possible to expand the features to include application monitoring.
-          If BB is not designed to monitor application performance then we should look into either developing an in-house application performance monitoring system or go for an off-the-shelf product that could be configured to suit our requirements. This ‘system’ should be able to provide an automatic quality check (QA/Response Test) as well as constant monitoring of the college’s critical business/application systems as this will enable IT to be more proactive &  have quick response times resulting to lesser SNOW tickets and satisfied clients.
]]> 2021-12-01 14:31:41 UTC https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1922911542 Visibility mr_johnbertie https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923005300 Provide clients with some visibility to work queues so that they can see where they are in the queue with a general indication of when their issue will be addressed.

]]> 2021-12-01 15:06:11 UTC https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923005300 Regular Communications mr_johnbertie https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923010152 Service areas to establish regular communications and follow up if there is any unforeseen delay.

]]> 2021-12-01 15:07:31 UTC https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923010152 Daily Health Check mr_johnbertie https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923014307 Conduct daily systems and services health check and publish on a dashboard displaying all critical systems and services showing availability.

]]> 2021-12-01 15:09:00 UTC https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923014307 Alerts to Stakeholders https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923134853 Clear and concise alerts triggered by events are sent to proper stakeholders. Alerts should be unique and easily and alarmingly clear and not too many to be buried among the amount of emails we get daily.]]> 2021-12-01 15:55:28 UTC https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923134853 Just say NO! https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923493858 2021-12-01 18:17:26 UTC https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923493858 Do you have a standard message that can direct folks to Client Services? https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923494435 2021-12-01 18:17:42 UTC https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923494435 Service Requests through SNow https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923497792 Work to build out the specific types of service requests that exist and work to socialize the link to our service request submission process.]]> 2021-12-01 18:19:15 UTC https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923497792 Have we looked at Dynatrace? Let's make the business case for it (or similar) in the next fiscal year. https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923497796 2021-12-01 18:19:15 UTC https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923497796 Service requests can be directed to the EAG team / SRIF form in Qualtrics (eventually, ServiceNow form). Incidents can be directed to the incident reporting "get help" form in ServiceNow. For other more general business problem solving support, can direct to EAG to provide a consultation. https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923498126 2021-12-01 18:19:25 UTC https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923498126 https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923500708 Help them out initially, setting expectation that the next time would be via ServiceNow and in expected/agreed upon timelines.]]> 2021-12-01 18:20:34 UTC https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923500708 Email Auto-replies / Statements to Emails https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923501423 Consider setting up auto-replies for each developer's email that indicates that the first point of contact should be IT Service Desk and provide a link to the self-service portal and indicate this is the only means of submitting a request/incident. Or if auto-replies are too much perhaps everyone in IT could add a message to their signatures indicating the appropriate method of ticket creation...or maybe if there is a way to have a Banner on all tier 1-3 emails that further highlights the process for submitting tickets]]> 2021-12-01 18:20:56 UTC https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923501423 Joint Infrastructure DevOps Monitoring System https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923502065 2. ITI and DevOps for a joint team that can look for a system that can monitor systems all the way from the network up to the code level. ]]> 2021-12-01 18:21:15 UTC https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923502065 https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923509488 If we have systems in place for better system monitoring (item 2) and then reach out proactively to the system owners you could cut down on the calls from item 1.]]> 2021-12-01 18:24:53 UTC https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923509488 https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923513783 As mentioned by others train the users to report to SNOW but have the tier 3 support reach out to the owners to indicate that they have the ticket so they are ensured the ticket reached the right person.]]> 2021-12-01 18:27:01 UTC https://padlet.com/mr_johnbertie/yrepylfyjd2rpv8m/wish/1923513783